NatWest

Before You Start

Is it safe to do this now?

Before making changes, consider whether the other person might notice. Changes to your NatWest account can trigger emails, texts, or post. If someone monitors your communications, you may want to wait until you have a safe window.

NatWest has a dedicated Domestic Abuse specialist team who work in partnership with the charity SafeLives.

What you’ll need

• Access to NatWest online banking or the mobile app
• Your NatWest debit card
• Your Customer Number (on your card or statements)
• Your mobile phone (for security codes)
• Photo ID if you need to verify your identity
• Approximately 20-30 minutes of uninterrupted time

Consider doing first

• Setting up a new email address if your current one may be monitored
• Checking your phone isn’t being monitored

Quick Contacts

Request a confidential callback

NatWest offers a specialist domestic abuse team:

1. Complete the online callback form
2. Specify a safe time to be contacted
3. Choose your preferred contact method (phone, email, or text)
4. A specialist will contact you at that time

You can request to be referred to the specialist domestic abuse team through the form.

What to say: You don’t have to explain everything. You can simply say:

“I need to secure my account. I’m worried someone else may have access.”

Check Who Has Access

Registered devices

When you register the NatWest app, you create a secure passcode or enable fingerprint login. Anyone with fingerprints registered on your phone could potentially access your app.

To check fingerprints on your device:

• iPhone: Settings → Face ID & Passcode (or Touch ID)
• Android: Settings → Security → Fingerprint

Remove any fingerprints you don’t recognise.

Third-party access (Open Banking)

Check if other apps can see your account:

1. Log in to online banking
2. Go to Settings
3. Look for Connected apps or Third-party access
4. Remove any you don’t recognise

Remove Unwanted Access

Change your Online Banking PIN

Your Online Banking PIN is 4 digits:

1. Log in to online banking at www.onlinebanking.natwest.com
2. Select Security from the main menu
3. Choose Change PIN
4. Enter a new 4-digit PIN

PIN rules: NatWest won’t accept numbers in ascending/descending order (1234, 7654) or the same number repeated (1111, 7777).

Change your Online Banking password

Your password is used alongside your PIN:

1. Log in to online banking
2. Go to Security
3. Select Change password
4. Create a password 8-20 characters with letters and numbers (no spaces or symbols)

Your PIN and password are used for both online and telephone banking.

Reset your mobile app passcode

If you need to change your app passcode:

1. Open the NatWest app
2. Select Forgot Passcode?
3. You’ll need your Customer Number, PIN, and password
4. Create a new 5-8 digit passcode

Lock Down Your Account

Enable biometric login

1. Open the NatWest app
2. Go to Profile → Settings
3. Select Touch ID, Face ID, or Android Fingerprint (depending on your device)
4. Toggle it on and tap Done

Important: Anyone with a fingerprint or face registered on your phone can use biometric login. Check your phone’s settings first.

Use Banking My Way

NatWest’s “Banking My Way” lets you record your support needs without explaining your full situation:

1. Log in to online banking or the app
2. Go to Settings
3. Find Banking My Way
4. Select the support you need

Options include adjustments like preferred contact times, communication methods, and additional security measures.

Switch to online statements

To stop post being sent to your address:

1. Log in to online banking
2. Go to Settings → Statements
3. Select online/paperless statements

Or ask to have statements sent to a trusted address.

Joint Account Options

NatWest can help with joint account situations:

Suspend a joint account

To stop all transactions on a joint account:

1. Contact NatWest support
2. Request the account be suspended
3. No transactions can be made until resolved

Close a joint account

1. Contact NatWest to discuss options
2. Both parties usually need to agree, but speak to the specialist team about your situation
3. They can advise on your options

Open a personal account

If you need to separate your finances:

1. Apply for a new account in your name only
2. Use online banking, the app, or visit a branch
3. Switch to paperless and use a phone/email only you access

Branch Safe Spaces

NatWest participates in the “UK SAYS NO MORE” campaign:

• Selected branches offer private Safe Spaces
• Use the space to make confidential phone calls
• Contact support services or trusted contacts

To use a Safe Space:

1. Visit a participating NatWest branch
2. Ask staff about accessing a Safe Space
3. They’ll provide a private area

Security Score

NatWest’s app includes a security score feature:

1. Open the NatWest app
2. Look for your security score
3. It shows personalised actions to improve your account security
4. Follow the recommendations to lock down your account

If You’re Locked Out

Forgot your app passcode

1. Open the NatWest app
2. Tap Forgot Passcode?
3. Follow the steps to re-register
4. You’ll need your Customer Number, PIN, and password

Need to reset your PIN and password

1. Complete the Online Banking reset form on the NatWest website
2. If your details match, an Activation Code will be sent by post or text
3. Use the code to set a new PIN and password

Can’t access your registered phone

Contact NatWest on 03457 888 444 to update your phone number after verifying your identity.

Starting Fresh

Opening a new account

1. Apply online at natwest.com
2. Or visit a branch with photo ID and proof of address
3. Ask about keeping the account private

Keeping your banking private

• Use an email address only you can access
• Use a phone number only you can access
• Switch to paperless statements
• Use Banking My Way to record your preferences
• Consider a trusted friend’s address if needed

Red Flags That Suggest Compromise

Watch for these warning signs:

• Transactions you don’t recognise
• One-time passwords (OTPs) sent that you didn’t request
• Login alerts for devices you don’t use
• Someone knowing details of your spending
• Unexpected post or emails about your account

If you notice any of these, contact NatWest immediately.

Additional Support

NatWest support

• Phone: 03457 888 444 (8am-8pm daily)
• Minicom: 0800 404 6161
• Online callback form: Request a call at a safe time
• Banking My Way: Record your support needs

NatWest partners with

• SafeLives: UK charity supporting domestic abuse survivors
• UK SAYS NO MORE: Safe Spaces campaign

Also applies to

• Royal Bank of Scotland (RBS): Part of NatWest Group
• Ulster Bank: Part of NatWest Group

External support

• National Domestic Abuse Helpline: 0808 2000 247 (24hr, free, hidden on phone bills)
• Refuge: refuge.org.uk
• Surviving Economic Abuse: survivingeconomicabuse.org

Last verified: December 2025

If anything on this page is out of date, please contact us.